RNA Trusted Advisor Supervisor

Region / Function: North America / Sales

Location: North America

Reports To: Regional Outbound Manager - Inside Sales

Key Relationships:

Regional Operations Managers, CSC Managers / Supervisors, IT Managers, Sales Excellence Team, Sales Leadership

Job Summary

Key Performance Indicators The Inside Sales Outbound Supervisor serves as the leader and subject matter expert for the Inside Sales Center. Primary responsibility is to provide support to colleagues while driving sales productivity and assist the Manager with day to day activities. The Inside Sales Outbound Supervisor will develop individual performance/ coaching plans driving improved team performance.

Annual Outbound BST Target, Lead Close Rate, Lead Conversion Rate, Sales Bundle Rate, Lead response targets, Call quality, Call handling within service levels, Staffing levels, and VOC.   

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

• Maintain Baseline Sales Target

• Mentor, coach, and develop Outbound ISP’s

• Call monitoring and evaluations - Ensuring the defined sales process is executed consistently and correctly.

• Ensure productivity levels are met with lead workflow distribution and floor management.

• Communicate with customers via phone and email.

• Respond with a sense of urgency to Service Levels.

• Evaluate performance, identify trends, communicate insights and proposed actions to address. 

• Keep staff motivated and engaged.

• Manage change effectively to ensure departmental objectives are met.

• Respond to customer complaints.

• Administer performance management by diagnosing improvement opportunities.

• Provide effective feedback, coaching, training, and professional development.  

• Maintain world class customer service.

• Work alongside Quality Specialists to ensure consistent execution of the 6 step sales process along with compliance to departmental SOP’s.

• Ensure the team meets or exceeds the monthly call quality score of 75%. 

• Answer questions from staff and provide guidance.

• Measure performance with key metrics.

• Maintain adherence to policies for attendance and established procedures.

• Keep management informed on issues and problems.

• Facilitate and participate in team and leadership meetings.

• Ensure the team gathers information from customers to help identify and solve problems.

• Ensure the team sells the value of our service to our customers and colleagues.

Required Experience

• 3+  years Successful experience at a rapidly growing professional sales organization.  

• 1+ years’ experience as an Outbound Sales Supervisor, Sales Leader, and / or Sales Management, with a mix of business-to-business and business-to-customer in a professional services sales environment

• 1+ years in sales leadership Inside Sales Leadership experience

• Proven history of driving sales results and achieving goals

• Must possess superior verbal and written communication skills. 

• Experience in effectively collaborating with internal and external stakeholders

• Proven success in a dynamic, fast paced environment

Required Leadership Traits and Characteristics

• Excellent organizational skills with a heightened sense of attention to detail are key characteristics of the perfect candidate  

• Strong interpersonal skills that allow for healthy internal and external relationships are a must

Formal Education, Qualifications or Training

High School Diploma or GED at a minimum 

No licenses/certificates are required for this position.

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.